If you’ve browsed our public safety software solutions, you may have come across something called the KEANS service. Standing for KOVA Emergency Alert System, KEANS is installed in some of the nation’s largest airports, providing a much-needed layer of airport security for everyone in the location, from personnel to travelers.
But what does KEANS do? Below, you’ll find answers to some of the questions we often hear from customers about how KEANS works.
KEANS is designed to alert multiple security agencies as well as internal departments all at once in the event of a security threat. A communication is played repeatedly over loudspeakers or a public address system, alerting Police, Fire, Homeland Security, the Coast Guard, and other agencies, allowing them to respond before a formal request is made. You can decide who needs to be alerted—maybe that’s a business partner or second location, in addition to security agencies.
This early warning means more time to assess the threat and respond accordingly, which could save lives.
Yes. KEANS systems are fully customizable, so you can decide which features you need for your communications protocol. Some of those features include:
Because KEANS is fully customizable, KOVA representatives can design a version of KEANS that fits your needs—including the need to integrate with an existing system. The systems we design also allow for upgrades and changes as the technology evolves. This versatility is vital in the public safety realm, when resources, security, and lives are in the balance.
KOVA can do this as well. Building a system from the ground up entails different challenges than adding to an existing system, and we’re versed in all of them. We start with the most basic questions and work up from there.
Absolutely. A public safety notification system is of no use if it can’t be relied up on to do its job in an emergency. That’s why our system relies on dedicated circuitry like T-1s, LAN/VLANS and ring-down lines.
This eliminates the possibility of failure that can come from an overwhelmed wireless network or PSTNs (Public Switched Telephone Networks).
The automated testing feature is another important reliability feature, as personnel can be sure that their system is working as it’s supposed to on a regular or on-demand basis.
Yes. KEANS features a dashboard display that monitors each communications channel: public address systems, fixed endpoints, and the dedicated circuits that KEANS runs on. The display is easy to read, allowing personnel to quickly see any communications failures or abnormalities in the system.
KOVA can customize the KEANS system to fit not only your communication needs, but your budget as well. And since the system can be upgraded and added to throughout its lifecycle, you can add or upgrade features as your budget allows over time.
With KEANS in place, security teams at airports and other sensitive locations can know that they’ve got the best public safety communications system available. In the event of an emergency, KEANS could help save time, resources, and most importantly, lives. Would you like to discuss how KEANS could help your location? Contact KOVA by email or call us at 800-204-5200.
911 dispatchers, or “invisible first responders,” as they’re often called, have very difficult jobs. Day in and day out, they talk people through some of the worst or most frightening moments of their lives. From burglaries to car crashes and worse, 911 dispatchers hear it all, and they have to stay calm throughout the events.
Not surprisingly, this can lead to various stress-related conditions. Some dispatchers develop stress-eating or other unhealthy habits; some find it hard to feel true empathy for loved ones; some even develop PTSD.
For their own health and happiness, as well as to maintain their ability to do their jobs, it’s vital that 911 dispatchers find a way to release job-related stress and leave work at work. This is, of course, easier said than done—but there are effective methods for relieving stress that may work. If one method isn’t working, keep trying alternatives. Surely, there’s something that will work for you.
The first thing to realize is that there are different types of stress, and consequently, different ways to deal with each type. The most important thing to remember is that if your stress is causing problems in your personal and non-working life, you can always seek professional help.
Also known as compassion fatigue, this type of stress comes from the natural emotional responses to helping people in difficult times of their lives. It feels good to help others, of course, which is why many dispatchers work in this field; however, when you are talking people through crises for hours, days, months, and years on end, your emotional reserves eventually become so depleted that it becomes very hard to replenish them.
Add to this the fact that 911 dispatchers work 12-hour shifts, and often overtime shifts as well, and you can see how difficult it can be to find the time to replenish those reserves.
One way to start taking better care of yourself and your emotions is a simple one: spend quality, meaningful time with friends and family. That means enjoying conversation, a walk, a bike ride, a trip to a museum—anything that gives you a chance to truly connect with someone you care about.
This is stress associated with an incident which causes you to have an extremely strong emotional response. And the incident may not be particularly stressful to another dispatcher. What matters is how it affects you, personally. This kind of stress can dissipate quickly if it’s acknowledged and treated, but when it’s ignored, it can build up and cause all kinds of emotional and physical problems.
Although police, fire, and EMS personnel are usually given opportunities to debrief after a major incident, sadly, 911 dispatchers are too often left out of this kind of aid. Some organizations do offer critical incident stress management to dispatchers—if your workplace has a program, take advantage of it. If not, talking to your fellow dispatchers can help defuse some of the intense feelings you’re having.
Just what it sounds like, cumulative stress builds up over time, and emergency personnel are especially prone to developing it. This kind of stress especially can cause long-term issues with one’s personal life and relationships, not to mention health, so it’s very important to do what you can to manage it (including talking to a professional).
Leading a healthy lifestyle is step number one to diffusing cumulative stress. Eat healthy food at regular intervals, and avoid refined sugars, fats, and salty food, which elevate stress levels. Make sure to drink lots of water and try to avoid caffeine.
Regular exercise is also a powerful stress reliever—in fact, it’s so powerful that exercising soon after a stressful incident has been shown to help individuals release that stress more quickly.
Finally, get enough sleep. If you’re having trouble sleeping, don’t watch TV or do other activities in bed—this can disrupt your sleep cycle and make the problem worse. Instead, keep your bedroom for sleep only, and make sure the room is dark and cool.
While we at KOVA can’t help with the inherently stressful nature of 911 dispatching, we can help make workplace functions less stressful with our public safety software solutions. Contact us if we can help your organization implement a new software system.
We’ve all seen bad employee training videos—you know, the dated, grainy, cheesy ones that show up everywhere from low-level retail job training sessions to expensive multi-day trainings for corporate managers.
The hair is big, the clothes are boxy, and the message is all but pounded into our heads. Don’t steal—you’ll go to jail (cue the slamming jail cell sound effect). Don’t be a jerk—your employees won’t want to work for you (cue the rotund insensitive man in a tie making an off-color joke in front of his team).
Thankfully, however, training videos are no longer almost uniformly bad. Today, training videos can not only be interesting and sophisticated, but incredibly effective. At least, that’s according to major, global companies like Microsoft and NYSE Euronext, which both use videos extensively throughout their operations.
Like many other organizations, contact centers can benefit greatly from using videos to help train their employees. And that doesn’t mean you have to create your own. Many are available for free on YouTube or through training consultancy groups.
Whether you decide to use those free resources or hire a production team to make your own company videos, here are a few of the easiest, most effective ways to use video in your contact center training. It goes without saying, however, that video should not be a replacement for in-person training. Instead, it can enhance the training process, allowing managers more time to train agents on more in-depth or complex processes.
Make onboarding easier and more efficient. When it comes to some of the most basic workplace functions, like clocking in and out for breaks, how to file a report, or even how to log on to a central database, videos can be an excellent resource.
Instead of a manager or supervisor taking the time to explain the basics for each new hire—and at a contact center, there is nearly always a large group of new hires—new employees can watch a few quick videos instead. One additional benefit to using a video for training like this is the employees will feel comfortable stopping it whenever they wish to try the task themselves. That’s not always the case when a manager is giving the information in person.
This is not to say that managers should take themselves out of the early training process entirely. On the contrary, using videos to get the basics out of the way will give managers more time to get to know each new hire and provide him with more individualized training. This can improve performance as well as morale.
Make ongoing and informal training more accessible. Since videos can be offered on-demand, agents who feel like they need some more help in a specific area can get that help with a simple click. There’s no waiting for a scheduled group training, or flagging down a busy manager who may not have the time to devote to training right then. Managers can also request that agents watch a specific video or videos to improve a certain skill set.
Use as a discussion starter for a formal training session. If you’re planning on a formal classroom training for your agents, sending them a video to watch beforehand can help jump-start the session. Request that agents come prepared with a couple of questions or discussion points to bring up. This will make the training more interactive (and therefore more enjoyable) and it may also give you ideas of things to cover that you wouldn’t have thought of on your own.
Is the agent training process something you’d like to improve at your contact center? KOVA’s Verint Media Recorder Workforce Optimization Suite is an all-in-one software solution that can automate training and performance management, in addition to a host of other capabilities. To learn more about Verint Media Recorder, contact KOVA today!
9-1-1 dispatchers have one of the most stressful jobs around. When something horrible happens, they’re the first ones to respond—that’s why they’re sometimes called Invisible First Responders. Helping people through some of the worst times of their lives for eight or 12 hours a day can take its toll, making dispatchers susceptible to work-related problems like high stress, PTSD, and weight gain.
While dealing with stress and PTSD can be complex issues, dealing with weight gain is a little bit easier to handle.
One of the first things dispatchers—and anyone who sits at a desk for an extended period of time—can do to start getting healthier is exercise. Of course, if you’re working 12-hour days, you probably don’t have much time to go to a gym or get outside for a jog. That’s why these five exercises, which you can do in short intervals right at your desk, are a great element to incorporate into your daily routine.
Another important way to improve your health at work? Stretch.
Stretching is an excellent and easy way to get your blood pumping and reduce feelings of stress. It also reduces pains associated with desk jobs—neck and back pain, for example.
A simple neck stretch will help prevent stiffness. Starting with your head held straight up, looking forward tilt your head to one side until your ear touches your shoulder. Then repeat on the other side. Do as many times as you like—you’ll feel a deeper stretch each time.
A good back stretch is one you’ve probably seen people do hundreds of times (it’s popular with the pregnant crowd): standing up straight, put your hands on your back just above your hips. Then lean back slowly and gently, extending your back and giving those muscles some relief from the hunched position they’ve probably been in all day.
And if these exercises whet your appetite for more, there are some great 10-minute workouts you can do on your breaks or when you have a few minutes at home. Don’t let the brevity fool you: you’ll be sweating by the end. Try one that has a combination of cardio—running in place, sidehops, or jumping jacks—with strength training, like woodchops or lunges. That way you’ll get the most out of your limited time.
Dispatchers have a tough job, but doing these exercises as often as you’re able will not only help you stay healthy, they’ll decrease your stress levels too.
And if you’re in need of a technological way to make your dispatchers happier, KOVA Corp. has the product to help you. Browse our selection of public safety software solutions, and then contact us! We’d love to help you find the right software solution for your team.
So often, the people working in a contact center’s back office—the people who perform clerical duties, fulfill orders, approve refunds, and many other tasks, depending on the industry—are essentially invisible to the customer.
It makes for an odd situation, as what they do each day actually has a huge impact on the customer experience. At a credit card company or bank, it’s the back office that approves lines of credit; in the insurance industry, they’re the ones approving or denying claims.
Yet back-office employees get neither the thanks when things go right, nor the blame when something goes wrong. It’s a mixed blessing, for sure. Dealing with an angry customer is rarely an enjoyable aspect of a contact center employee’s job, but it can also be difficult when managers, supervisors, or other employees fail to notice and applaud the things that back office workers do to make the front office’s job easier.
While it’s true that many back offices can be seen as inefficient, compared to the minute-by-minute standards of a contact center’s front office, there are excellent employees in every organization. If you want to improve your contact center culture, it’s important to recognize their hard work. Here are a few things to focus on when you’re letting your employees know how much you appreciate them.
As important as monetary rewards like bonuses, reward cards, and raises are to employees, those things alone will not make someone feel truly appreciated. It’s equally important to show your gratitude in more personal ways. That could mean verbally thanking your employee, whether in private or in a larger team setting, or hosting an informal get-together in the employee’s honor. For more ideas on how to reward your employees without spending much money, check out this list from American Express’s Small Business blog.
Plaques, gift certificates, and other standard “thank yous” are just fine, but why not get creative? If an employee has been working extra overtime during a period when you’re short-staffed, send an appreciative letter to the employee’s significant other along with a gift card for dinner at a nice restaurant. If you know a helpful employee has a particular hobby, like birding or painting, give a small gift that’s somehow related—a nice set of paintbrushes, for example. Include a handwritten note to make the gift even more personal. The extra time and thought you put in will be more than rewarded.
If you have back-office employees who have consistently exceeded your expectations, the gift of time will go a long, long way. Who wouldn’t want an extra vacation day or two? For some organizations, flextime—shifting work hours to avoid commuter traffic—or giving the employee the opportunity to work from home a day or two a week are possibilities. These rewards not only show that you trust them and are grateful for their work, but will encourage loyalty and appreciation in your employee as well.
You don’t have to make a big gesture to tell your employees that you appreciate them. If you give someone a token of appreciation one day, but ignore their hard work the other 364 days of the year, your thanks won’t seem very sincere—no matter how nice the gift is.
Instead, try to make your back-office employees feel appreciated regularly. It doesn’t take much: a Post-It with a nice message stuck on your employee’s keyboard, a quick visit from you and the CEO or CFO to say thank you in person, or a gift of flowers for someone whose child or spouse has been ill.
It can be more difficult to pick out outstanding employees in the back office, partly because the productivity tools don’t really exist, and partly because you’ve got a lot of other tasks and issues that take up most of your time.
But there are ways to free up some of that time, allowing you to put more effort into identifying stellar workers. One of those ways is KOVA’s Verint Media Recorder Workforce Management software, which helps managers build optimal staff schedules based on accurate forecasting. If you think this KOVA solution might help you, contact us today!
This August marked the 10th anniversary of Hurricane Katrina.
We all remember the storm’s devastating effects on the city of New Orleans and the surrounding areas — but perhaps the memories that stands out the most are of the dire conditions that so many evacuees had to endure after the storm was over. From overcrowded shelters, to inadequate food and water supplies, life for those living in Katrina’s wake was difficult, even nightmarish.
At KOVA, we’re in the business of helping people deal with emergencies. And while we can’t do anything about the storms that may come our way this hurricane season, we can offer some public safety tips on how to keep your family safe during a hurricane.
The most important first step you can take is to put together an emergency kit and create a family communications plan.
Your emergency kit should contain food, water, and any necessary medications for all members of your family (don’t forget your pets!). Ideally, you want enough to last 72 hours. In addition, you’ll want supplies like matches, blankets, a flashlight, and a first aid kit. You can find full lists of what to include on Ready.gov.
For your family communications plan, pick a location near, but outside your home, where all family members will meet (if possible) in the event of a disaster.
In case you’re separated from your family members when the storm strikes, you should also agree upon a family member or friend — out of state is best — to whom each person in the family will communicate their safety.
Know your hurricane evacuation routes. You can usually find these on your city or town government website.
Cover your windows — storm shutters offer the best protection, but boarding them up with plywood will work well too.
If you live in a high-rise building, be ready to take shelter from wind on a lower floor.
Stay informed. Watch or listen to the news, or search for the storm online. And if you’re in a public place like an airport, pay attention to any public emergency alerts. These could be sirens or public address messages, like the ones that come from our public alert system the KOVA Emergency Alert Notification System (KEANS). You can learn more about KEANS here.
Make sure you have enough water to last a couple of days, not only for drinking but for washing and flushing toilets. The general rule is one gallon per person per day. If you made your emergency kit in advance, you’re already covered.
Turn your refrigerator to the coldest setting — this will keep your keep food safe for longer in the case of a power outage.
Use your cell phone for emergencies only, in order to conserve battery power.
You should always evacuate if local authorities direct you to do so. If you are unable to evacuate, take refuge on the lowest level of your home or building, in an interior room like a closet or hallway. Stay away from windows and keep curtains and blinds closed.
Remember that evacuation routes will be very crowded, and you could be in standstill traffic for some time. It’s best to bring your emergency kit with you. At the very least, bring food, water, and blankets for the entire family, pets included.
Hopefully, your family communications plan served its purpose and you’re able to locate your loved ones. However, in the unfortunate case that you cannot, contact the American Red Cross at 1-800-RED-CROSS or visit the Red Cross Safe and Well website at safeandwell.com.
If you evacuated, but are unable to return to your home because it’s unsafe or destroyed, you can find the nearest shelter by texting SHELTER plus your zip code to FEMA at 43362.
Don’t use your tap water until you’re sure it’s not contaminated.
We hope that you and your loved ones are never affected by a natural disaster — but if you are, these tips should serve you well.
If you’d like to learn more about KOVA’s history of helping first responders keep people safe, call us at 800-204-5200 or send us an email.
The idea of implementing a new software system can be enough to send some managers running for the hills. It’s an understandable fear, especially for contact centers—today, there’s hardly a single job function an agent can perform fully offline, meaning that if something goes wrong during implementation, productivity goes way down.
But switching to a new software system doesn’t have to be an anxiety-ridden experience. Here are a few things you can do to make your software switch as smooth and efficient as possible.
One of the biggest mistakes you can make when making the decision to implement a new system is to skip doing a thorough analysis of your organization’s needs. What are the day-to-day operations that the system has to manage? What functions does the system have to perform? What kind of data will it need to bring over from the current system?
These are the kinds of nitty-gritty details that must be addressed if you want the implementation process to go smoothly. Without them, you risk getting halfway through the switch and realizing that there’s an essential function that your system isn’t able to handle. This might sound far-fetched, but unfortunately, it really isn’t.
Changing over to a new contact center software system requires major investment of time, money, and employee resources—bottom line. It can be frightening to consider how long it may take to complete a successful software system switch (several months is normal), or what the cost could be.
On the other hand, you have to keep your eye on what this new system is going to do for you. If you’re considering making a change, it’s because something in your current system isn’t working. Maybe it’s always given you problems in one specific area. Maybe employees don’t find it to be user-friendly. Or maybe the software is simply outdated.
Now you’re looking for a new software system—whether that’s SaaS or workforce optimization—that will be efficient, easy to use, and agent-friendly. Those are all attainable goals, if you’re willing to put in the time and effort. This applies to the entire process: before you start implementation, during implementation, and afterward, too. It’s normal to experience some bumps along the road, especially in the first couple of weeks after the system goes live. You’ll want to make sure you have training resources, both formal and informal, available to your agents when they need them. This will ensure they use the system as it was intended, rather than creating workarounds.
Since they’re the ones who will be using the system day in and day out, make sure your employees are involved in the implementation process. Ideally, you’d want people from each department to participate; if that’s not possible, try to at least offer regular updates on the process to the company at large, with opportunities for feedback.
Mock “going live” setups can be extremely helpful for everyone involved, from your agents to the vendors who are setting up your system. You need your agents to be able to try out the new system, so they can see how it handles their day-to-day, minute-to-minute job functions.
When you do actually take the system live, be prepared for it to need some fine-tuning. Mock setups or no, there ae bound to be issues and circumstances that you just can’t know how to address until they actually occur.
Implementing a new software system is a major decision, and it’s important to find the right vendor to fit your needs. If you’re thinking of making a switch, contact KOVA—we pride ourselves on helping our customers find exactly the right solution to fit their needs. Browse our workforce optimization solutions, and then let us know how we can help you!
Halloween is a fun, exciting, and of course, candy-filled time for children and young people. And we mustn’t forget the adults—who can resist a good costume party, after all?
But like any holiday when people come out in force to celebrate, Halloween is also a time to pay close attention to safety. By doing so, you can ensure that your ghoulish celebration will be all treats and no tricks (or at least, only harmless ones).
Follow these tips to help keep you and your family safe this Oct. 31.
911 dispatchers and emergency workers work especially hard on holidays, and Halloween is no exception. If KOVA can help your Public Safety Access Point (PSAP) with a public safety software solution, contact us—we’d love to help!
Public safety professionals have difficult jobs. In high-stress, crisis situations, they’re the ones whose job it is to keep a cool head and think strategically. They interact with people of all sorts on a daily basis, and often have to secure the cooperation of those people in order to do their jobs well. If those people don’t speak English, that quickly becomes a very difficult task.
That’s why KOVA recently add a new feature to our SilentPartner app for professionals working in the field. Silent Partner is an app that transforms your phone into a secure mobile recording device, allowing you to take pictures and record both video and sound, then tag and organize the information, and securely transmit it to your HQ.
Now SilentPartner can do even more. We’ve just added a universal translation feature to the app that will allow detectives, medical personnel, insurance adjusters, and anyone who uses the app to instantly connect to a translation service when speaking with someone whose language is not English.
Below are two examples of how SilentPartner can help those working in the field.
Let’s say Mary is a physician who works in an inner-city clinic, where she sees lots of immigrants from around the world on a regular basis. Since there are a lot of Hispanic patients, the clinic has several people who can translate Spanish to English.
However, because of the serious unrest in the Middle East, the number of immigrants coming from that region has skyrocketed over the past year. As a result, many of them are coming to Mary’s clinic. While the clinic has tried to find a reliable Arabic translator, they haven’t had much luck—plus, not all the new patients speak Arabic, anyway.
Then Mary downloads SilentPartner for her phone. Now, when she has a patient from, say, Syria or Turkey, Mary can turn on SilentPartner and tap the universal translation feature on her screen. With that one tap, Mary’s speakerphone is enabled and an operator helps her identify the language she needs to translate.
Then the operator connects her to the appropriate translator, who can listen in on the conversation and translate it for Mary. The entire conversation is recorded, and Mary can tag it and save it for later reference.
Here’s another example. Dave is a detective who is working on a serial robbery case that’s taking place in a neighborhood with lots of Asian immigrants. The area is home to people from South Korea, Japan, China, Vietnam, and Thailand, and several of their homes have been broken into and robbed over the past month.
Dave is a great detective and skilled at working cases like these—but he doesn’t speak any Asian languages, and many of the people he’d like to interview don’t speak English.
Before SilentPartner, Dave would either have to rely on finding people within the community who could help translate—not all that reliably—or use agency resources to hire translators that would meet his needs. Or, of course, he could simply not interview the people he can’t speak to, which is a pretty undesirable option.
Now that he has the app, though, all he needs is a single tap on his phone to instantly connect to a translation service that can handle any language he encounters throughout his day. Those conversations are automatically recorded and securely transmitted back to his HQ where they can be used as evidence to build his case.
These are just two examples of how SilentPartner can make work easier for individuals who work in the field. With the app’s universal translation feature, there is truly no one you can’t talk to. That also means that you can put your resources, both personal and professional, to use on doing your job, rather than spend time and money scrambling to find translators, and possibly missing an important opportunity to help someone or solve a crime.
If you’d like to learn more about the app, check out our short video introduction to SilentPartner. If you’re ready to talk about how SilentPartner can help you or your employees, give us a call at 800-204-5200 or contact us via email!
Sources: SilentPartner info on KOVA website, universal translation press release
When it comes to criminal investigations, law enforcement needs every helpful tool it can get.
From mobile voice recording apps like KOVA’s SilentPartner to the multi-media recording system, Audiolog for Public Safety, there are many recent technological advancements that are helping police officers, detectives, and other public safety officials do their jobs even better.
One you may have heard about is speech analytics software. What speech analytics software does is convert audio recordings, like 911 calls, into indexed, searchable data. This allows investigators, police officers, and others to identify trends across calls by noting the frequency of specific words, as well as where they’re used in relation to other words.
What makes it more than just simple word-identification, however, is the fact that words are indexed for content and meaning, making correlations between calls and incidents easier to spot.
For example, if a certain district with known gang activity is experiencing a high number of shootings, investigators could predefine words—the names of various gangs, for example—and enter them into the speech analytics database. By being able to see when and how often a particular gang is mentioned, they may gain a new level of insight into their investigation.
This feature is especially helpful with 911 calls, since the caller is often agitated or frantic, and can hardly be expected to discuss a possible root cause or previous, similar issue while on the phone.
One successful use of speech analytics occurred at a Public Safety Answering Point (PSAP) in Pennsylvania, when the software was used to investigate a series of porch fire arson incidents that had been happening across the city. As part of the investigation, the local fire department compiled a list of all the addresses that had been affected.
Then using speech analytics, law enforcement was able to identify similar incidents that had not already been included in the list of addresses. This allowed them to see the bigger picture, ultimately making for a quicker end to the investigation.
Another important benefit of speech analytics software is that by making trends visible, it can help police initiate a proactive response earlier than they might have otherwise. Sometimes the information may even allow them to take preventive actions.
You can learn even more about speech analytics software by reading our white paper on the subject.
Speech analytics has actually been in commercial use for more than a decade, but it’s only recently been put into place in the public safety realm. And now, analytics software is being used for more than just audio recordings.
Take video analytics. This software can scan surveillance footage for a particular person or thing, based on an uploaded photo or user-generated image. Some software is even able to filter out environmental factors like lighting or background movement. This can mean a drastic reduction in the time investigators have to spend manually scanning video for a face or car that there’s no guarantee of spotting anyway.
And now that there are text-to-911 services in certain cities, text analytics are emerging as well. These software systems analyze key words and phrases, just like speech analytics, but they can also analyze things like text response time. When used in concert with other analytics systems, text analytics can provide useful information.
As useful as all these tools can be, without properly trained users, they can result in a flood of data that complicates, rather than simplifies, an investigation. If your PSAP is implementing speech analytics software, it’s vital to make sure that those using it receive good training on how to use this important tool.
If you’re in need of speech analytics or other types of software for your PSAP, take a look at KOVA’s Verint Media Recorder for Public Safety. This public safety software solution includes a wide range of features: performance management, quality assurance, speech analytics, incident investigation and analytics, workload forecasting and staff scheduling, staff coaching and training, and citizen surveys. Contact KOVA today!
https://www.fcc.gov/text-to-911
http://www.officer.com/article/12031164/the-increasing-importance-of-analytics-in-law-enforcement
http://www.kovacorp.com/wp-content/uploads/2013/07/Kova_SpeechAnalytics.pdf
